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Richard
Richard, Apple Software Engineer
Category: Mac
Satisfied Customers: 36054
Experience:  IT Engineer for over 15 years
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I received my Apple 7 Plus phone in the mail last week. I

Customer Question

I received my Apple 7 Plus phone in the mail last week. I took it with my current phone back to the AT&T store where I purchased it for them to transfer my data from my old phone to my new phone. The tech that was helping me asked my password ***** the new phone. I told him that I had not set up a password ***** He said there was one on the phone and that I would need to visit an Apple store for them to bypass the password. Can you help me out with this? The phone is disabled at this time.
JA: When did you last reset your username and password?
Customer: On my current phone? Not too long ago, not exactly sure when it was. But the password ***** get in on my current phone is only 4 numbers while the 7Plus is 6 numbers.
JA: Have you installed any updates recently?
Customer: Yes, I think I tried to, but my current phone is out of storage.
JA: What troubleshooting have you tried?
Customer: None - I can't even get into the new phone.
JA: Anything else you want the Mac expert to know before I connect you?
Customer: no.
Submitted: 7 months ago.
Category: Mac
Expert:  Richard replied 7 months ago.

Hi there and welcome

You will have to reset the iPhone, there is no other way to remove this.

To do the reset

Connect the phone to the computer and open itunes

Hold the power and volume down buttons until you see in iTunes

"iTunes has detected an iPhone in recovery mode..."

Click Restore Phone, let this complete and it should now work as it will be like new

I can also do these steps for you, and have made a request via Additional Services. This is optional, and if you choose to do this, I can, with your permission, remote into your computer while you watch and do all these steps (and deal with any problems that arise during them) for you. Or if you do not choose to take this service, we can continue here. This is no problem at all. Just let me know please.

Else let me know the results please

Thank you